Retailers Flummoxed About How to Handle ‘Serial Returners’

Returns are expensive for retailers, representing lost sales, sometimes damaged or opened inventory and extra staff time. There are no easy solutions and the problem is only getting worse as the volume of returns escalates, leaving retailers flummoxed about what to do.

More than 40% of retailers have seen an increase in “intentional returns” in the past year, according to an earlier report from Brightpearl. That’s exacerbating the already margin-crushing costs of fulfillment and delivery for orders that customers actually keep:Â 44% of retailers say margins are being strongly impacted by handling and packaging returns, with 70% saying they expect to be squeezed further as the practice intensifies.